Date: Friday, August 9, 2013
Time: 1:00-4:00 PM
Location: Automation Alley 2675 Bellingham Drive, Troy, MI
Summary: Knowledge Management Best Practices within Service Management
Knowledge management is an absolute requirement to improve efficiencies and enable an organization to expand its services or deliver different types of services. Yet often it is considered optional, and either not done at all or not done well. Knowledge management is more than just the creation of a knowledge base and the use of a tool – it’s a critical process for capturing the assets of an organization. Through this workshop, you’ll gain a practical understanding of how to properly integrate the capture, structure, and re-use of knowledge into the incident management process so as to improve service effectiveness and efficiency. We’ll discuss the challenges of implementing knowledge management, and how you can successfully get others to support this initiative.
In this session you will…
Learn how to capture knowledge in the context of the customer
Understand that knowledge must be useable, findable, and structured consistently
Discover the dynamic nature of knowledge, and its life-cycle
Understand that perfection is neither required nor desirable
You will leave this session with a foundational understanding of best practice methodologies in knowledge management which will allow you to move forward – or improve – a knowledge management program in your organization.
Speaker: Rick Joslin, Executive Director of Certification & Training for HDI
Rick Joslin is the Executive Director of Certification & Training for HDI. He is responsible for the development and delivery of HDI’s training and certification offerings. He is a certified Knowledge-Centered Support (KCS) instructor and has guided organizations through the implementation of KCS. Formerly, Rick was the VP of Customer Care, VP of RightAnswers.com, and VP of Knowledge Engineering for ServiceWare. Rick is the author of the HDI Focus Book on Knowledge Management, the Knowledge Management Maturity Model, and the Knowledge Management chapter in the HDI Service and Support Handbook. Rick is a regular speaker at industry events.